Param_Type Param Broad Observations

VDP 1 Issues with vowel sounds and Consonant sounds resulting in heavy MTI - 7 or more
VDP 2 Phony accent /regional tinge- Issues with vowels sounds and Consonant sounds- 5 errors
VDP 3 Slight accent issues at times, but the agent was more or less understood.- 3 errors

Accent
VDP 4 Inconsistent neutral accent- 2 errors
VDP 5 Neutral accent - no errors
VDP 1 Broken and inconsistent- more than 3 instances

VDP 2 The agent had slight comprehension issues with delayed response due to lexical resources- 2 instances
(Broken/Smooth)

3 The agent did not have any comprehension issues yet there are abrupt pauses, and the response continues to
VDP be slow.- an instance
Fluency

VDP 4 The comprehension and the thought process are adequate enough for quick response from the other end.

VDP 5 The agent possesses good command of the language and is able to deliver quick and appropriate responses.
1 Was not audible/ too loud/ Nasal tone/ robotic/extremely (monotonous, curt, rude, hesitant) or sounds highly
VDP unprofessional.
Audibility (Tone &

VDP 2 When the agent sounds overtly friendly , blunt or curt…

3 The agent is inconsistent, does not manage to maintain the level of enthusiasm throughout the call and at
VDP times sounds commanding while giving instructions.
VDP 4 Maintains an upbeat tone throughout the call and the voice modulations are above average.
Pitch)

5 Agent has perfect blend of all vocal parameters (enthusiasm, politeness, and business friendly,warm,
VDP courteous, confident & enthusiastic.)
1 When the agent mispronounces on multiple occasions difficult to understand due to incorrect syllable stress.-
(Too fast / too Pronunciation /

(Clear/Garbled)

VDP 7 instances or more

Enunciation

VDP 2 Mispronounced due to incorrect ‘Syllable Stress’ 5 or more instances

VDP 3 Mispronounces on 3 occassions.
VDP 4 Mispronounces twice- 2 instances
VDP 5 Clear speech- all the words are comprehensible with proper clarity - No issues with pronounciations
VDP 1 Too fast/ too slow
Rate of Speech

2 When the agent pauses between the sentences, however the speed of phrases/words spoken and is highly
Comfortable

VDP inconsistent when gets excited or during trouble shooting

VDP 3 Inconsistent on most occasions- leading to a difficult conversation.
slow /

pace)

VDP 4 Inconsistent very few occassions and tries to match the pace with the customer.
VDP 5 Comfortable pace- Matches the pace , consistent leading to a very comfortable conversation.
VDP 1 Inappropriate Stress( more than 10 errors)
Inappropriat
( Appropriat

VDP 2 Tried to follow stress pattern but inappropriate stress on words are predominant
e Stress )
e Stress /

VDP 3 When couple of words are stressed, however, the speech pattern is monotone.
Stress

VDP 4 When the stress patterns are in place and most of the important words are emphasized.
VDP 5 When the entire speech pattern and stress pattern are in place ( word stress, syllable stress)
VDP 1 More than 15 errors
VDP 2 More than 10 errors
Grammar

Phrasing

VDP 3 More than 6 errors

VDP 4 More than 3 errors
and

VDP 5 No noticeable errors

Param_Type Param Broad Observations
CHP 1. No ( did not use the script) 0

Call Opening / Call

CHP 2. Yes - Delivered the script 2
CHP 2(a)Used the script and met atleast 3 parameters.[greeting, energetic, comfortable rate of speech] 3

Call Procedures ( Opening ; Closing ; Hold ;

2(b).Used the script and met atleast four parameters.[Enthusiasm,verbatim, greeting, energetic, comfortable rate of
CHP speech] 4

Closing
2(c) Used the script and met all the parameters [Script,enthusiasm,audibility,appropriate stress, greeting, energetic &
CHP comfortable rate of speech] 5
CHP N/A N/A
CHP Yes--- Important parameters were met (Permission, time limit mentioned and maintained, script was followed) 5

Paramete
CHP Hold No--- Important parameters not met (Permission, time limit not mentioned/ maintained, script not followed) 0
Transfers ; Escalation )

CHP r N/A N/A

CHP Yes--- Important parameters were met (Permission, time limit mentioned and maintained, script was followed) 5
CHP 1a) Warm transfer parameters --( Introduction and greeting) 5
CHP 1b) Cold transfer ( Approved by SL) 5
escalation
Transfer/

CHP No--- Important parameters not met (Permission, time limit not mentioned/ maintained, script not followed) 0
CHP N/A N/A
CHP 0) Did not understand the issue
1. Agent unable to understand the issue and misses the relevant information and asks the customer to repeat
CHP frequently (Agent interrupting the customer frequently thus leading to verbal collissions - >= 7 instances)
Listening Skills ( Restate ;

2. When the agent asked the customer to repeat the information but restated the issue wrongly(whole/ partial).
Interrupted the customer more than 5 instances- Interruptions,Inappropriate responses, long response time, no
CHP responses.

3. Active listening, but inappropriate response throughout.Apologized for interruption. Restated the issue more or less
CHP correctly on time. 2 instances - Interruptions, Inappropriate responses, long response time, no responses.
responses )

4. The agent actively listens to the customer and understands the issue .Restated the issue correctly on time. 1
CHP instance- Interruptions,Inappropriate responses, long response time, no responses.
5. Actively listened to the customer and responded using verbal and non- verbal responses throughout the call on
CHP time.
CHP 0. Did not probe at all leading to not understanding the issue.

CHP 1. When relevant probing was not done because of incorrect assumptions of the agent ( it leads to no resolution)
2. Effective probing was misssing, because of misinterpretation of answers / not asking relevant questions on time
CHP paving way for delay in resolution.
CHP 3. Relevant probing was done. But he did not phrase the questions well / statements in questioning tone.
Probing

CHP 4. Effective probing was present. But not very concise.

CHP 5. Probed well
CHP N/A
1 Not confident with lot of fillers.Had mouth and breath noises Uses slangs and jargons to leading to confused
CHP communication. Customer becomes irate.
2 Not confident with lot of fillers.has mouth and breath noises Uses slangs and jargons to leading to confused
CHP communication. No tel ettiquettes dispalyed on the call
Professionalism

CHP 3 Tel ettiquettes dispalyed on the call, however appears unsure Stammers and stutters during trouble shooting.
CHP 4 Confident and had tel ettiquetts, however failed to delight the customer.
5 Delights the customer having diplayed all necessary tel ettiquettes on the call. Reassures the customer resulting in
CHP customer being confident of agent's abilities to resolve the issue.
CHP N/A
0 Neither empathizes nor apologizes wherever and whenever necessary--( giving the impression that the agent is not
CHP concerned about the situation, the customer is in)
CHP 1.Inappropriate apology/ empathy
CHP 2. Tried to apologize but did not empathize or vice versa. Too fast while doing so
CHP 3. Scriptive apology/ empathy.
Empathy

CHP 4. Apologizes and empathizes appropriatly and at the right time without emphasis on it.
CHP 5. Apologizes/ empathizes appropriatly in the right tone and at the right time.
CHP N/A
CHP 0) NO( Failed to personalize, Dead air tracked on the call.)
Rapport Building ( Appropriate

1.Does not address the customer using the correct salutation / Uses Sir or Ma'am then and there. Mispronounces the
CHP customer's name frequently. Lot of dead air observed Display of indifference either in tone / words / attitude
Name Usage ; Dead-Air

2a. Mispronounces the customer's name / Uses Sir or Ma'am/. 2b. Found lot of dead air
CHP 2c. Pauses to initiate small talk but reluctant to proceed further.
CHP 3. Keeps switching between Mr./Ms. Last Name and Sir/Ma'am. Found dead air , tried to initiate small talk.
4. Addresses caller by Mr./Ms. Last Name, however, the agent could have used the name more often. He tried to
CHP avoid dead air, initiated small talk/ tried to educated the member.
Handling )

5. Properly addresses the caller using Mr./Ms. Last Name throughout the call. Built rapport, used power words,and No
CHP dead air.
CHP N/A
compliance

CHP Yes
TACR!FT

CHP No
CHP N/A